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Client Support Specialist

2 months ago

Milpitas, California, United States Wonderbench Full time
Customer Relations Associate
Overview

Wonderbench, in collaboration with PSI Water Technologies, Inc., a subsidiary of Cleanwater1, Inc., is at the forefront of water disinfection solutions for municipal clients. As a rapidly expanding entity in the water infrastructure sector, we boast a portfolio of innovative and patented technologies aimed at enhancing water and wastewater treatment processes.

Role Summary
The Customer Relations Associate plays a crucial role in managing administrative tasks while ensuring a seamless customer experience with Wonderbench. Key responsibilities include responding to inquiries via phone and email, processing sales orders, invoices, and purchase orders, as well as managing returns and other essential functions to facilitate effective sales of products and services.

Key Responsibilities
  • Manage the main phone line, take messages, transfer calls, and create cases in our customer management system.
  • Welcome visitors to the office when necessary.
  • Prepare quotations for parts and package products using our internal systems to send to clients.
  • Document all communication and technical inquiries as cases in the customer management system.
  • Gather necessary information from technical teams to address customer issues promptly.
  • Follow up with customers to provide resolutions and close cases within a 24-hour timeframe.
  • Generate Return Material Authorizations (RMAs) and process requests for no-charge shipments after obtaining necessary approvals.
  • Organize orders for equipment returns and repairs.
  • Package products and send confirmation letters using our sales management tools.
  • Establish project numbers for engineered orders and create project folders with relevant documentation.
  • Collaborate with internal teams, customers, and contractors to ensure effective communication and order fulfillment.
  • Conduct customer satisfaction surveys to assess the success of completed projects.
  • Familiarize yourself with our product range and understand their functionalities and value.
  • Perform additional duties as assigned.
Qualifications
  • High School diploma or equivalent.
  • Strong organizational, planning, and problem-solving skills.
  • Excellent verbal and written communication abilities, utilizing visual aids effectively.
  • Capability to manage multiple tasks simultaneously.
  • Proficient computer skills, including email and Microsoft Office applications.
  • Willingness to work overtime as needed.
  • Open to learning new concepts and contributing to discussions.
  • Experience in customer-facing roles.
Preferred Qualifications
  • Two or more years of experience in a customer service environment.
  • Familiarity with customer relationship management (CRM) and enterprise resource planning (ERP) software.
  • Experience with Salesforce and/or similar platforms.
Physical Requirements
  • Ability to sit for extended periods.
  • Capability to lift and/or move up to 25 lbs.
  • Prolonged use of computer monitors.
  • Specific vision abilities required for this role include close vision and the ability to adjust focus.
Work Environment
  • Primarily office-based with some exposure to light industrial settings.
  • May encounter areas with elevated noise levels and exposure to various industrial conditions. Appropriate personal protective equipment and training will be provided.

This job description is intended to outline the primary duties and responsibilities of the position and may be subject to change.

Wonderbench and its partners are committed to fostering a diverse workforce and are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to age, race, gender, disability, or any other protected status.